锦鲤求职岗位描述
职位描述
- Support to achieve service level and efficiency targets from Work Force Management perspective
- Real-time monitoring of service level and providing suggestions to service team
- Work closely with team leaders to constantly monitor staff movements in line upon forecast plan
- Implement improvement measures to ensure SLAs are well met
- Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.
- Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
任职资格
- Full-Time Bachelor degree or above
- Fluent in both English and Mandarin
- Good communication skills to build up effective collaboration
- Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation
- Ability to work under pressure
- Proactive and self-motivated
- Night shift is required